Return and Refund Policy

Return and Refund Policy

Effective Date: 9 July 2025

1. Scope and Intent

This Return and Refund Policy applies to all purchases made throughout the esolardirect.com website.

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

Email: support@esolardirect.com

Phone: (253) 243-2101

Address: 600 1st Avenue Suite 120 #2189 Seattle, WA 98104

Hours: Monday thru Friday, 8:00 am to 5:00 pm (Pacific Standard Time)

3. Return Eligibility

Customers in the United States have the right to cancel their purchase and return the product within 14 days of receipt without providing any reason, subject to the conditions outlined below:

Conditions for Return

Condition 1: (Unused and Undamaged) The item must be unused, undamaged, and in the same condition that you received it.

Condition 2: (Original Packaging) The item must be in the original packaging, with all labels and tags attached.

Condition 3: (Proof of Purchase) Copy of receipt and or email order confirmation is required for all returns.

4. Return Process

The process for initiating a return is listed below:

Initiating a Return

Step 1: Contact Customer Service:

Email us at support@esolardirect.com or call 253-243-2101 within 14 days of receiving your order.

Provide your order number and a detailed reason for the return.

Step 2: Return Authorization

After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label.

Preparing Your Return

Step 1: Package the Item Safely

a) Securely pack the item in its original packaging.

b) Ensure all accessories, manuals, and free gifts are included.

Step 2: Include Documentation

Include the return authorization form and any necessary supporting documents or images.

Step 3: Attach Shipping Label

a) Download and print the return shipping label provided in our email.

b) Affix the label to the outside of the package.

Shipping the Return

Preferred Shipping Method: UPS, FedEx or USPS

Ship the package within 15 days of receiving the return authorization (shipping window).

Use a trackable shipping method to ensure your package arrives safely.

5. Return Shipping Costs

Return shipping costs are free to the customer unless otherwise specified.

6. Specific Return and Refund Conditions

Listed below are specific return and refund options/conditions:

Option 1: Returns Due to Change of Mind

Eligibility:

a) Items must be unused, undamaged, and or in original packaging.

b) Return request must be made within 14 days of receipt.

Refund:

a) A refund will be issued to the original payment method, minus any applicable restocking fees.

Option 2: Defective or Damaged Goods

Step 1: Notification

Step 2: Documentation

Provide photos or videos of the defect or damage.

Step 3: Resolution

We will offer a replacement or a full refund, including return shipping costs.

Option 3: Incorrect Product Received

Step 1: Notification

Inform us immediately upon receipt.

Step 2: Resolution

We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.

Option 4: Product Never Arrived

Step 1: Notification

Step 2: Resolution

We will initiate an investigation with the carrier. If the product is confirmed lost, we will offer a full refund or send a replacement product.

Option 5: Order Cancellation

Before Shipment: You can cancel your order for a full refund if it has not yet been shipped.

After Shipment: If the order has already been shipped, please follow the return procedure after receiving the product.

7. Refunds

Refund Conditions

Refunds are issued upon approval after we receive and inspect the returned item.
We will notify you via email regarding the approval or rejection of your refund.
Items must meet the return eligibility criteria conditions outlined in Section 3.

Refund Processing

Refunds will be processed to the original payment method used at the time of purchase.
It may take up to 14 days for the refund to appear in your account, depending on your bank or credit card issuer.

Partial Refunds

Partial refunds may be granted in certain situations:

Condition Issues: Items not in original condition, damaged, or missing parts for reasons not due to our error.
Late Returns: Items returned more than 15 days after obtainment of return authorization (shipping label).

8. Exchanges

Eligibility: We replace items only if they are defective, damaged, or incorrect.

To request an exchange, contact us at support@esolardirect.com

Shipping Costs: For defective or incorrect items, shipping costs are covered. For exchanges due to change of mind, customers are responsible for shipping costs.

9. Timelines

Return Window: Returns must be reported and shipped within 15 days of receiving the product.

Return Processing: After receiving and inspecting the returned item, we will process the refund within 14 days.

Refund Period: It may take up to 14 days for the refund to appear in your account after approval.

10. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

11. Questions and Support

For more information, please contact our Customer Service team:

Email: support@esolardirect.com

Phone: (253) 243-2101

Note: By making a purchase on our website, you agree to this Return and Refund Policy.

Thank you from your Esolardirect.com team.